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Agoda

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3.5

based on 37 Reviews

6 Agoda Jobs

Customer Experience Team Manager English Team

Agoda

3.5

based on 37 Reviews

6-12 years

Gurgaon / Gurugram

1 vacancy

Customer Experience Team Manager English Team

Agoda

posted 3mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Customer Support Recruitment Microsoft Power BI Training US Staffing

+ 2 more

Job Description

Job Description
Life at Agoda

All Teams Content Corporate Strategy Customer Experience Design Finance Global Affairs Homes Key Accounts Legal Marketing People Product Strategic Partnerships Students Supply Technology All Locations Bali Bangalore Bangkok Barcelona Beijing Berlin Budapest Busan Cairo Cancun Cebu Chiang Mai Colombo Dubai Fukuoka Guangzhou Gurugram Ho Chi Minh City Hong Kong Istanbul Jakarta Jeddah Kathmandu Kuala Lumpur Las Vegas London Los Angeles Male Manila Mumbai New York City Okinawa Osaka Penang Phuket Pune Sapporo Seoul Shanghai Siem Reap Singapore Sydney Taipei Tokyo Toronto Vientiane Yangon Yokohama

Customer Experience Team Manager English Team (Gurgaon) Apply Now Gurugram, India

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more . Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team:

Agoda s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

The Opportunity:

Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?

We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager based in Gurgaon , you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity.

In this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. The team manager of operations will provide directions, instructions and guidance to the customer care specialists to achieve a certain goal. Understand the team members strengths, weaknesses and motivations.

The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.

You will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network.

In this Role, you ll get to:

Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
Provide constructive feedback Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
Ensure the proper and effective implementation of new and existing customer service structures & procedures
Understand & analyze traffic reports, proactively make suggestions for improvement
Monitor team attendance, document infractions and implement corrective action
Assist with planning/organizing the proper coverage & align staffing
Supervise the quality assurance process and related training of staff members to ensure quality customer service.
Participate in recruitment activities (screening, interviewing)
Act as a backup of Operations Manager if needed

What you ll Need to Succeed:

At least 2 years of people management experience in a contact center environment.
Will be managing at least a group of 15 people in an inbound contact center set up.
Excellent English communication skills (verbal & written).
Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
Must be able to handle multiple projects and effectively manage different timelines
Proven experience and knowledge in effective hiring, training, coaching and people management practices
Experience in managing remote teams is an advantage
Proficiency in Microsoft products including Word, Excel and PowerPoint

About the work arrangement:

Monday to Friday, 9am - 6pm IST
Off on India Public Holidays
Work from office

#newdelhi #bangalore #gurgaon #gurugram #hyderabad #kolkata #noida #CUST #4 #LI-EB1

Equal Opportunity Employer

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy .

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

Employment Type: Full Time, Permanent

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